Ryan Z.
Emailed customer service at least 6 times for a refund for a discontinued item and have not received a response.
On January 20, 2022 I purchased a watch for $600 using PayPal as payment (Gessato order #70074-182101). The specific watch I purchased is a Issey Miyake Trapezoid Grey Watch in Steel. On the very next day, January 21, 2022, Lloyd G. from Gessato Customer Service reached out to and told me they did not have the item in stock. The expected wait was 4 months and they offered me an alternative should I not want to wait. I responded that I did not mind waiting for the watch that I originally ordered, and he responded back that they will reach out when the order is ready to ship. Per the manufacturer website the watch I had ordered has now been discontinued. Concerned I decided to reach out to Gessato Customer Service for a status update on September 25, 2022, over 8 months after my original order date. Keep in mind that the watch was supposed to be available in 4 months per Gessato Customer Service. I emailed at least 6 times for an update, and I have still not received a response from Customer Service. I filed a complaint today with the Better Business Bureau with supporting documentation.
Response from GessatoMar 25, 2023
We would like to sincerely apologize for the experience you had with our company. We understand that you purchased a watch from us on January 20, 2022, and that you were informed on January 21 that the item was out of stock with an expected wait time of 4 months. We are truly sorry for any inconvenience this may have caused. We understand that you were hoping to receive the watch you originally ordered and that you have been waiting for an extended period of time. We also regret to hear that your attempts to reach our customer service team for an update were unsuccessful. We can assure you that this is not indicative of the level of service we aim to provide to our customers. We are currently investigating the matter and will do our utmost to address any issues and concerns you may have. We hope to have the opportunity to make things right for you and regain your trust in our brand. Thank you for bringing this to our attention, and please know that we take your feedback seriously. Please do not hesitate to contact us directly should you have any further questions or concerns. Sincerely, The Gessato Team